Refund policy
Overview
Distefan 3D Print LLC manufactures highly detailed scale model parts, kits, and accessories using professional 3D printing technologies. Most products are manufactured after an order is placed. Some products may occasionally be available from existing inventory, but our product line is primarily made-to-order and intended for experienced model builders.
Because our products are specialized, delicate, and often manufactured specifically for the customer’s order, we do not accept returns for change of mind, buyer’s remorse, incorrect scale selection, duplicate orders, failure to read the product description, or dissatisfaction based on normal characteristics of 3D printed model parts, except where required by applicable law.
We will always work with customers to resolve genuine manufacturing defects, incorrect items, or shipping damage according to this policy.
Order Cancellations
Customers may request cancellation within 24 hours after placing an order, provided production has not started.
Once production, printing, cleaning, packing, or fulfillment has started, the order becomes non-cancelable.
To request cancellation, contact us as soon as possible at:
Please include your order number and the email address used to place the order.
Cancellation is not guaranteed until confirmed by Distefan 3D Print LLC.
Made-to-Order Products
Most products sold by Distefan 3D Print LLC are manufactured after the customer places an order. These products are made specifically for that order and are not standard mass-market retail items.
Made-to-order products are not eligible for return or refund due to:
- Change of mind
- Buyer’s remorse
- Ordering the wrong scale
- Ordering the wrong item
- No longer needing the product
- Finding another product elsewhere
- Dissatisfaction after receiving a product that matches the listing
- Normal 3D printing characteristics
- Minor cleanup required before use
- Failure to read the product description, scale, quantity, or material information
This does not affect your rights where applicable law requires a different result.
Non-Returnable Items
The following items are non-returnable unless defective, damaged, or incorrect:
- Made-to-order products
- Custom printed products
- Special-order products
- Personalized or modified products
- Products already cleaned, painted, glued, assembled, sanded, cut, altered, or installed
- Products damaged by the customer during cleanup, assembly, painting, handling, or modification
- Sale or clearance items, unless required by law
- Gift cards
No Change-of-Mind Returns
We do not accept returns for change of mind.
Because our products are specialized 3D printed model parts and many are produced after the order is placed, we cannot accept returns simply because the customer no longer wants the parts.
If a product has a confirmed manufacturing defect, was damaged in shipping, or the wrong item was sent, we will resolve the issue according to this policy.
Normal Characteristics of 3D Printed Products
The following are normal characteristics of 3D printed scale model parts and are not considered defects:
- Support attachment marks
- Support sprues or support structures that must be removed
- Minor layer lines
- Slight color variation
- Slight surface texture variation
- Minor cleanup required before assembly or painting
- Small sanding, trimming, or preparation marks
- Slight warping that can be corrected with warm water
- Minor dimensional variation caused by the 3D printing process
- Minor differences between printed material types
- Minor differences from kit manufacturer parts, historical drawings, museum restorations, or reference materials
Our products are intended for model builders and normally require preparation before use, including removing support sprues, cleaning, test-fitting, sanding, priming, and painting.
Support Sprues and Cleanup
Many of our products are shipped with support sprues or support structures still attached. These are part of the 3D printing and shipping protection process.
Customers are responsible for carefully removing supports before final evaluation, assembly, or painting.
We recommend using proper modeling tools such as:
- Tamiya flush-cutting sprue cutters
- A sharp hobby knife or X-Acto knife
- Fine sanding sticks
- Tweezers
- Magnification when working with very small parts
Parts should be inspected only after the support sprues have been carefully removed and the part has been cleaned.
Damage caused by improper support removal, cutting, bending, twisting, sanding, or handling is not considered a manufacturing defect.
Defective, Damaged, or Incorrect Items
If you believe your order contains a defective, damaged, or incorrect item, contact us within 30 days of delivery.
Please email:
Include:
- Your order number
- A brief description of the issue
- Clear close-up photos of the affected part
- Photos from multiple angles
- Photos of the packaging if shipping damage is claimed
- Photos showing the entire part, not only a small cropped area
- Any relevant information about how the part was handled, cleaned, or removed from supports
We cannot evaluate or approve a replacement, refund, or other resolution without clear photos.
Inspection Before Painting or Modification
Customers must inspect all items before painting, gluing, sanding, cutting, assembling, modifying, or installing them.
Once a part has been painted, glued, assembled, modified, cut, sanded, or installed, we may not be able to verify whether the issue was caused by manufacturing, shipping, handling, or customer modification.
Modified items are not eligible for refund or replacement unless we determine that the defect was present before modification and could not reasonably have been discovered earlier.
Resolution Options
For confirmed manufacturing defects, incorrect items, or qualifying shipping damage, Distefan 3D Print LLC may offer one or more of the following resolutions:
- Replacement part
- Replacement order
- Store credit
- Partial refund
- Full refund, if replacement is not possible or appropriate
Our preferred resolution for defective or damaged parts is replacement.
If a replacement is not possible, we may offer a refund or store credit. In some cases, the customer may choose between replacement, refund, or store credit.
The final resolution will depend on the issue, the product, the condition of the part, the evidence provided, and applicable law.
Partial Refunds
If only part of an order is defective, damaged, or incorrect, any refund will normally be limited to the affected item or affected portion of the order.
We do not refund an entire order when only one item or one component has a confirmed issue.
Return Shipping
Because most products are made-to-order and non-returnable for change of mind, return labels are not provided for general dissatisfaction or buyer’s remorse.
If we approve a return for a confirmed defective, damaged, or incorrect item, we will provide return instructions.
In some cases, we may not require the defective or damaged item to be returned. In other cases, we may require return of the item before issuing a refund or replacement.
Unauthorized returns will not be accepted.
Do not send items back without written authorization from Distefan 3D Print LLC.
Unauthorized Returns
Items returned without prior written authorization may be refused, discarded, or returned to the customer at the customer’s expense.
Sending items back without approval does not guarantee a refund, replacement, or store credit.
Incorrect Address
Customers are responsible for entering a complete and accurate shipping address at checkout.
If an order is shipped to the address provided by the customer and the address is incorrect, incomplete, undeliverable, or refused, the customer is responsible for any reshipping costs.
If the package is returned to us, we may reship it after the customer pays the additional shipping cost.
If the package is not returned to us, we cannot issue a refund or replacement unless required by applicable law.
Refused Packages
If a customer refuses delivery or fails to collect a package, the customer is responsible for any return shipping, import fees, storage fees, carrier fees, and reshipping costs.
Refusing a package does not cancel the order and does not automatically qualify the customer for a refund.
Lost Packages
If tracking shows that a package is lost, we will work with the carrier to investigate.
A replacement or refund for a lost package will only be issued after the carrier confirms the package is lost or after the carrier’s investigation is completed.
If tracking shows the package was delivered, the order will generally be considered delivered. Customers should check with household members, neighbors, local postal facilities, building management, and the carrier before contacting us.
Delivered Packages
If tracking confirms delivery, Distefan 3D Print LLC is not responsible for theft, loss, misplacement, or damage after delivery.
If a package is marked delivered but cannot be located, the customer should contact the carrier immediately and file a missing package claim.
We will assist where possible, but we cannot guarantee replacement or refund for packages confirmed as delivered.
Shipping Damage
If a product arrives damaged due to shipping, contact us within 7 days of delivery.
Please provide:
- Photos of the damaged item
- Photos of the shipping box
- Photos of the packaging material
- Photos of any visible external damage to the package
- Your order number
Do not discard packaging until the claim is resolved. The carrier may require packaging photos or inspection.
Chargebacks and Payment Disputes
We ask customers to contact Distefan 3D Print LLC first and allow us a reasonable opportunity to resolve any issue before initiating a chargeback or payment dispute.
If a chargeback is filed, we reserve the right to provide the payment processor, bank, or card issuer with all relevant documentation, including:
- Order details
- Product descriptions
- Customer communications
- Photos provided by the customer
- Our policies
- Tracking information
- Delivery confirmation
- Replacement or refund offers
- Evidence of attempted resolution
Filing a chargeback after accepting a replacement, store credit, refund, or other resolution may be considered abuse of the payment dispute process.
Refund Timing
Approved refunds will be processed to the original payment method when possible.
After we issue a refund, processing times may vary depending on your bank, credit card company, payment processor, or Shopify Payments.
We cannot control bank processing times.
Contact for Refund and Return Questions
Distefan 3D Print LLC
Email: sales@distefano3dprint.com
Website: www.distefano3dprint.com